How to disappoint an enthusiastic customer
Several months ago, I fell prey to an infomercial and ordered a set of workout DVDs online. I was happy with the quality, the workouts were fun and challenging, and I later learned that the goofy instructor was actually well-known for producing more muscle-building,hard core workouts that I would secretly aspire to but never really do.
I soon began receiving emails regularly, which I mostly ignored until they announced more intense but much shorter workouts that even I might consider. After some online digging, however, I decided they were too expensive and intense for my level of commitment (and, frankly, fitness), despite the social media enthusiasm I was seeing about them from people I respect.
Recently, though, the subject lines began promising free shipping for a limited time...and then, at a weak moment, when I was feeling for some reason particularly strong, the LAST DAY FOR FREE SHIPPING. I was opening and clicking like - well - time was running out.
Long story short, while in a zealous mood (and admittedly after a glass or three of wine), I attempted to order those DVDs online. And that's when my enthusiasm bubble burst. Here are the low points:
- When I attempted to order via an email they sent me, I was repeatedly told my email address was not recognized...Grrrrrr....
- When I was finally able to begin placing my order, before completing, I was presented with multiple offers to upgrade (don't want your special shakes, thank you very much, just the DVDs) and ended up not even being sure whether or not I had successfully ordered what I originally wanted.
- Completely frustrated, I closed out and went back to checking my other emails (or was it Facebook and TMZ?). Surely I would receive a confirmation email and thank you if I did, or a shopping cart abandonment email if I didn't.
No such luck...
Finally, nearly 24 hours later, I decided to put an end to the mystery and checked my bank statement. Lo and behold, the first of three installments was there, and apparently my DVDs will be arriving sometime. I'm not getting my hopes up for a shipping confirmation, so I'm prepared to not know exactly when.
All in all, I was surprised and disappointed by my experience with this organization that otherwise seems like a well-oiled machine. Are my expectations perhaps too high, knowing all the wonderful things that a quality email program could and should do for the consumer? What would I have thought not knowing how much more positive the experience could have been?
All that being said, should I receive the DVDs and, subsequently, the rock-hard beach body that they promise to deliver, all will probably be forgiven, and I may even order from this crazy fitness guru again. If not (and consider this fair warning), I might be using this forum to express my feelings about his 30-day money-back guarantee...
